Johabe Franco
Las Vegas,NV
Summary
Customer Relationship Specialist with 6+ years of experience in healthcare operations, client success, and cross-functional collaboration. Proven track record of implementing 14+ new agency partnerships and managing accounts generating $2M+ in annual revenue. Adept at optimizing workflows, aligning internal teams, and enhancing patient care through efficient processes and strong relationship management. Passionate about operational excellence, healthcare innovation, and delivering measurable results that improve patient outcomes.
Overview
12
12
years of professional experience
Work History
Customer Relationship Specialist
Byram Healthcare
04.2023 - Current
- Act as the primary liaison between home health agencies and internal teams, guiding partnerships from initial onboarding through long-term support.
- Implemented 14 new agency accounts since assuming the role, strengthening Byram’s national footprint and streamlining agency onboarding.
- Manage a portfolio generating over $2 million in annual revenue, with top accounts bringing in $500K–$1M+ each year.
- Lead implementation efforts, deliver program presentations, and coordinate system setups to ensure operational excellence and compliance.
- Collaborate with sales, operations, IT, and compliance to align stakeholders and sustain long-term partnerships that enhance patient care delivery.
- Remote
Customer Service Representative
Byram Healthcare
08.2019 - 08.2023
- Supported patients with product education, order placement, and issue resolution in a high-volume call center.
- Troubleshot patient concerns using internal resources while maintaining deep knowledge of therapy lines.
- Consistently met KPIs for quality and efficiency while ensuring positive patient outcomes and satisfaction.
- Remote
Pharmacy Technician
Walgreens
Southborough, MA
06.2016 - 06.2018
- Supported specialty pharmacy operations for patients with chronic conditions.
- Completed prior authorization requests for specialty medications, ensuring compliance with HIPAA regulations.
- Collaborated with healthcare providers, pharmacists, and insurance representatives to streamline workflows and ensure accurate dispensing.
Assistant Manager
Walgreens
Massachusetts, United States
01.2014 - 06.2016
- Oversaw daily operations, staff supervision, inventory control, and customer service for a high-traffic retail location.
- Trained and supported pharmacy technicians and front-end team members to ensure compliance and productivity.
- Improved operational efficiency through process improvements and effective team leadership.
Education
High School Diploma -
Framingham High School
Framingham, MA06-2012
Skills
- Customer Relationship Management (CRM)
- Healthcare Operations & Workflow Optimization
- Account Management & Client Success
- Cross-Functional Team Collaboration
- Implementation & Training
- Process Improvement & Compliance
- Problem Solving & Stakeholder Communication
- Data-Driven Decision Making & Reporting
Languages
Spanish
Limited Working
Portuguese
Limited Working
Timeline
Customer Relationship Specialist
Byram Healthcare
04.2023 - Current
Customer Service Representative
Byram Healthcare
08.2019 - 08.2023
Pharmacy Technician
Walgreens
06.2016 - 06.2018
Assistant Manager
Walgreens
01.2014 - 06.2016
High School Diploma -
Framingham High School